Customer Service Representative

Summary:

Customer Service Representatives are responsible for providing administrative support to customers and the Sales team throughout the sales process. The incumbent will perform accurate data entry transactions, assist in billing, and resolve customer inquiries while providing exceptional levels of customer service. The Customer Service Representative will be integral in reinforcing our reputation for exceptional service. This position can be onsite or remote.

Essential Functions:

• Review and process purchase orders received through various delivery channels daily with a high level of accuracy.
• Respond quickly, professionally, and accurately to customer inquiries regarding quotes, orders, status, discrepancies, returns, and warranties.
• Identify and address customer needs with a goal of total satisfaction and strengthen relationships.
• Maintain accurate and up-to-date customer data including billing and physical addresses.
• Provide resolution to questions about products, pricing, and availability while presenting the value of our product portfolio to customers if availability cannot be met.
• Communicate with Credit Department regarding orders on credit delay and performance.
• Review EDI documents including inbound purchase orders, outbound ASNs, and outbound invoices for errors, correct when necessary.
• Monitor and analyze EDI transactions to identify and resolve errors and maintain standards.
• Review and process Warranty request emails and phone calls.
• Process Sales Rep sample requests.
• Review and process RMA requests.
• Review email Shortage claims, gather information and send to shipping for processing.
• Liaison with Sales Reps regarding customer’s account and order information.
• Embrace continuous improvement and identify and recommend improvement opportunities to gain efficiencies and increase service standards.
• Complete special projects as assigned from time to time.

• High school diploma and 5 years of business experience, preferably in a customer facing role.
• Strong communication skills, including active listening skills, conflict resolution, and clear articulation.
• Strong understanding of EDI standards and protocols.
• Ability to solve problems, alleviate conflicts, and escalate tactfully.
• Proficient in Microsoft Office suite and NetSuite.